Managing your Services

I just wanted to talk with a real assistant  no robot because my incuiry was about to put my number on sleep mode or vacation mode, so I don’t wanna pay 43 dollar for 2 months that I won’t use your services.   

Dear Koodo,I hope this message finds you well. I recently upgraded my Koodo plan from $34/30 to $35/50. Since I couldn’t do it online, so I called your hotline. While I appreciate the enhanced features, I was surprised to see a $15 charge for the rate plan change on my recent bill.I wasn't aware of this fee when I requested the plan change, and had I known, I might have reconsidered. It is a very unreasonable charge. I kindly request that Koodo improve the communication of fees, ensuring that customers are well-informed before making decisions that may impact their bills.  The lack of transparency has left me feeling frustrated and dissatisfied.  It is a very bad experience.Thank you for your attention to this matter.

I have been charged additional charges on my bill for messaging. As far as I know , I have not done any US texts. I wish to know what those numbers were

Hi there, I’m searching for more affordable plan than the current one I'm on.. Thanks,Jucasch1982

Question: I made an accidental payment on November 7th, 2023 to my Koodo bill. Will I be getting a refund? I called three times, the first two times I was told I would be directed to the finance department but the call was ended on btoh tkmes. Called a third time and was told that my refund was declined and I was not notififed of it. I was told that I was to get my refund withint 6-8 weeks by the way. 

Our last few bills, the price has changed.. it was always $163.30 every month, then we got one for 166.06 and 165.60 and then 165.30.. not sure what’s changing suddenly 

We have the 1000 min LD add on.  Can we make a call from Hawaii to Canada without additional charges? 

I recently switched to Koodo and on my first bill there is a charge for $13 for data. I have 50GB of data and there is no way I would have gone over. Is there a way to reverse this  charge?

I am one of thousands running into issues with the third party company Asurion denying a legitimate insurance claim with a device. On Dec 18, 2023 I accidently dropped my phone and got two little holes in the screen. I started a claim right away. Asurion denied this claim for not  seeing “Air Time (phone call)” on the device.I started a new claim confirming I had a phone December 17, 2023 on that device. That claim was denied. Of course, the device screen went black December 20, 2023 while I was using it for communicating with my friend, and as well as a women on Facebook marketplaceI started another claim but also went through the Better Business Bureau (they were just as useless).Asurion then tried to claim via the Better Business Bureau that I was using a different device with my SIM card the day I dropped the Samsung. I did switch the SIM to my TCL Flip 2 on December 22, 2023 to be connected to people but only because I had no pho

What are the airtime charges when I make a collect call to Canada from overseas?There is nowhere on the website where I can find such info and I only found out I was charged after receiving the latest bill.

My Koodo internet doesn’t work for more than 8 hours, when will it be up?

How can I activate international calling? The pay per use international calling is in my self service tab, but I still can not make calls.

Hi there, I am not using my Sim card for three months as I am not in Canada but still there's a huge bill of 1111$ (including my plan and tab bonus) how can I stop my all services and pause the late fee submitting charges as I can't pay the bill until I arrived to Canada. Or I don't need to do it as my account is canceled due to not submitting the fee?Still there be charges for late submission how can I get rid of them as I am not in Canada?

Last December 23th, 2023 I called Koodo to close(cancle) my account. Because I was planning to leave Canada. I closed my account with the employee through the call. When I asked if there is any additional cost that I have to pay for the rest of the day, she said that I only need to pay for the additional 3 days. She said that the cost was $7 and when I went to the website, It was charged $15.68. I don't know why it changed, but I paid $15.68.After that, when I logged in to check if my account was canceled, I saw that $31.36 was charged for the January charge. I am not living in Canada right now, so it is difficult to make a call.  When Koodo staff see this article, please check this again and close my account. Thank you.

I presently have a free add-on “1000 Intl LD min Bonus V2”, but I’ve forgotten the details and cannot find them anywhere on the site.What countries are included in this add-on?  Does the list change from time to time, or is my list of countries ‘locked in’?If I change to a different monthly plan, can I transfer this add-on as-is?My current plan also specifies “ Unlimited international messaging (text & picture) “.  What is the difference from the perk called “ Unlimited International SMS (from Canada) “?

I was with Koodo up until I signed up for a Black Friday deal with Public Mobile.  I switched over and received my final pro-rated bill from Koodo shortly thereafter. A month or so later, I received another bill for long distance charges on a call the same day I was porting my number.  I had Canada-wide free long distance, so it shouldn’t have been as issue. Anybody have any idea why this would happen?

HelloI have 3 lines (mine, my wife’s and my daughter’s). Last Saturday I scheduled a callback for this morning at 9:00 am to cancel my daughter’s account who lost her phone. the lady clearly said that that to make sure which number to be cancelled and not to cancel another number she repeatewd the number *** *** *206 immediately afterwords the conversation was cut off and later i found out all the three lines were cancelled.! Is this a joke or what.  Whast is going on.  I explained why I wanted to cancel that line and she understood so I thought. Update: The phone is found so please restore  my daughter’s phone as well as the other two *** *** *49 and *** *** *560. Hope to hear from you soon.Regardas Raffi 

I have been plagued with nuisance calls from unsavory associates. I want a new private phone number to proceed into the new year. I've tried to find the link on  on you web page to no avail.  It is getting frustrating to even access Self Serve. Your system keeps circling back to a previous page each time I try to access services. I am even having difficulty try to set up a call back. The system again does a complete cycle back to a previous step or page.

My unlimited long distance issue with the perks was resolved last month but my new bill I am still  being charged 48.80 for Dec 11,2023. It must have been missed when the issue was fixed. Also, when applying perks, there is still issues applying them. I couldn't change my one number to the cheaper 50$ plan because I was afraid the same thing was going to happen again.

Not able to change the APN on my Asus mobile phone.  There is an error message the says “Carrier does not allow adding APNs of type*

Koodo is currently advertising $20 off home Internet packages for existing mobile customers. I am a prepaid user but when I click the promo link to sign into self serve, it only goes to the regular prepaid self-serve page and doesn't offer anything further. Can someone confirm whether this promotion applies only to postpaid accounts? Even without the promo, this is about the same as what I was paying Fido for home Internet before they increased the price and stopped offering it to new customers.

I have a ZTE  home phone, we’re going to Florida in April for a month.  Can I bring the module with me and will it work and at what cost? Also have a prepaid account with my iphone, how does that work?Tks

Hi all; I currently have 3 phones on my account and one belongs to my teenage daughter.  I am wondering if there is a way to turn her data on/off without using HER phone?  My other daughter has her account with Telus - sister company, and there is a toggle switch under USAGE that allows me to turn off her Data when she is being a Tazmanian teen….not looking for when the data is getting close to being used up, but rather as parental control :)   I tried calling Koodo, and I just keep getting told how to put warnings etc on for data usage, or how to turn it off using HER phone.

Earlier today my phone suddenly notified me with “SIM not provisioned for voice” and won’t reconnect to Koodo prepaid.  I’ve been using this SIM and phone for over a year and my account is in good standing.  I’ve tried restarting the phone and I’ve also tried reinserting the SIM card, with no luck.  My account profile has the correct SIM number listed.  Any ideas on how to fix this?Thanks,Mike

I went to Japan and sent a text to Canada with roaming disabled on my SIM card, yet was still charged Easy Roam $16.00.  Is this an error or did I need to disable easyroam in self serve too?Without easyroam, it seems like the text would’ve cost me $0.60 - is that correct?